1 reviews | Active since Dec 2016
MTN insurance with Pinnacle Marketing
<p>I have been an MTN contract customer with insurance taken out on my phone. I recently lost my phone in December and have been struggling to claim from the insurerer. I have submitted all relevant documentation reqeusted by MTN and Pinnacle. </p> <p>initially, I was told that it would take 3-5 days to process my claim due to their backlog they were experiencing. Unfortunately, I waited longer than that. Upon trying to call them, I could not get through their call centre. I literally was on hold for 35 minutes on one occasion and 40 minutes on another. i decided to go to the MTN store and after being there several times, they eventually got through to the insurance company. I was then told that my claim was declined because my IMEI number has been inactive since October of last year and that I only put in a cliam in December. I know this is not true as I have been using my phone all through December up until it was lost. I cannot get a hold of the insurer and feel I am being **** to inorder for them to not pay for another phone. I have people who can verify that my phone was active during the times they claim it was not. This is tantamount to thievery as they are not communicating with me at all.</p>
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
We will engage with the relevant department dealing with these matters to investigate and resolve your problem accordingly.
We understand that the entire experience must be very frustrating and hope that we can restore your faith in us.
warm regards
mike
REQ:***
Hi Mike
We have discovered what the problem is. MTN Bayside Centre in Table View had replaced my phone with another when I took it in for repairs. They never notified the insurance company about this and the subsequent documetation was never forwarded to the insurance company. I have been repeatedly calling them since the 26th of January to forward me the exchange documentation, with little luck. Their phone just keeps ringing until it cuts off. I have sent an email (Sun 29 Jan.) to them and all I've gotten was an automatic response. That's it!!!
I have had to send a friend of mine to go to the store, as I cannot go myself since I am in Gauteng, and literally hand his phone over to them, just so I may be able to speak with someone. This was Tuesday, 31 January. I have still been unable to get a hold of anyone on the phone since.
All I want is for MTN to hand me over my documentation, so I may forward it to the insurance company and move on from this nightmare.
Hi Mike
We have discovered what the problem is. MTN Bayside Centre in Table View had replaced my phone with another when I took it in for repairs. They never notified the insurance company about this and the subsequent documetation was never forwarded to the insurance company. I have been repeatedly calling them since the 26th of January to forward me the exchange documentation, with little luck. Their phone just keeps ringing until it cuts off. I have sent an email (Sun 29 Jan.) to them and all I've gotten was an automatic response. That's it!!!
I have had to send a friend of mine to go to the store, as I cannot go myself since I am in Gauteng, and literally hand his phone over to them, just so I may be able to speak with someone. This was Tuesday, 31 January. I have still been unable to get a hold of anyone on the phone since.
All I want is for MTN to hand me over my documentation, so I may forward it to the insurance company and move on from this nightmare.